topic Re: Roam further cuts off incoming calls every 5 minutes in Roaming

Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Wed, 04 Dec 2024 17:52:39 GMT

I have an unlimited monthly plan and paid £25 for the roam further package so that I could receive calls while in the US. This should allow me to use my UK minutes in the US. However, when receiving incoming calls (from a number where I cannot return them), the call cuts off every five minutes with a British, female voice saying the call cannot be connected. Looking at the logs, the calls range from 5 minutes 1 second to 5 minutes 6 seconds so there seems to be an intentional disconnection.

My contact's calls are uninterrupted when we talk within the UK and when he calls other numbers. I cannot find any reference to a five minute limit in your documentation or TOS.

Re: Roam further cuts off incoming calls every 5 minutes

Chris_B — Wed, 04 Dec 2024 18:32:07 GMT

@ImmortalSoFar There is no limit apart from the standard 120 minute cut off. If all other calls are OK outside the UK in this location then it’s definitely not your line that’s cutting off the call.

Re: Roam further cuts off incoming calls every 5 minutes

bristolian — Wed, 04 Dec 2024 20:29:56 GMT

Do you have a spend cap active?

Are the symptoms the same regardless of which local network you're connected to? Testing on another one would prove this either way.

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Wed, 04 Dec 2024 20:41:46 GMT

I'm waiting for another contact to try a >5 minute call. So far, there's only one contact who does long calls but once I can get some more feedback, I should know more. So far as I can tell, there's only one network that EE uses over here.

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Wed, 04 Dec 2024 22:16:27 GMT

Just tried an incoming call from another number and the same thing happens - this was a regular landline. "It is not possible to connect your call. Please try again later." after exactly 5 minutes.
No spend cap. When they call back, we get another 5 minutes.

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Thu, 05 Dec 2024 20:40:58 GMT

Additional information: Outgoing calls seem to be fine but all the incoming calls are cut off after 5 minutes; either immediately or with the "It is not possible to connect your call" message. This is not what I signed up for and I'd have gone with the forwarding - Skype number - Local sim option if I'd known this would be the situation. Or I might just investigate O2's international options.

Re: Roam further cuts off incoming calls every 5 minutes

Leanne_T — Fri, 06 Dec 2024 08:58:54 GMT

Morning @ImmortalSoFar

Thanks for coming back to us with the extra details.

Have you tried connecting to another network to see if the same happens?

Leanne.

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Fri, 06 Dec 2024 15:07:24 GMT

I'm in the US, I don't get to choose the network. Besides, the artificial voice is English so the connection is being dropped on that side of the Atlantic.

Re: Roam further cuts off incoming calls every 5 minutes

bristolian — Fri, 06 Dec 2024 15:24:43 GMT

@ImmortalSoFar wrote:

I don't get to choose the network

Use your phone's manual network selection menu to do so.

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Fri, 06 Dec 2024 18:53:39 GMT

Got it. I turned off automatic select. Verizon was active and gave the problem, AT&T and 300100 were unable to connect but T-Mobile worked and I managed to hold an 8 minute, continuous incoming conversation. I guess Verizon disconnected after 5 minutes and the EE system sent out the message.

So, the solution is to switch to T-Mobile. Thanks to everyone who helped.

Re: Roam further cuts off incoming calls every 5 minutes

Katie_B — Sat, 07 Dec 2024 08:09:35 GMT

Thanks for coming back to the community and letting us know @ImmortalSoFar.

Katie

Re: Roam further cuts off incoming calls every 5 minutes

IrishRadOnc — Fri, 10 Jan 2025 13:58:51 GMT

Exact same thing happens to me when roaming with EE on Eir network in Ireland. Call cut offs are between 5 mins 1 secs and 5 mins 6 secs. Also get the British female voice message.

Re: Roam further cuts off incoming calls every 5 minutes

IrishRadOnc — Fri, 10 Jan 2025 14:31:24 GMT

If the exact same thing is happening with EE in a different country on a different network, must be an EE thing?

Re: Roam further cuts off incoming calls every 5 minutes

Leanne_T — Fri, 10 Jan 2025 17:23:07 GMT

Hi there @IrishRadOnc

Thanks for coming to the community.

Does the same happen if you manually connect to a different network?

If so, is this happening with more than one number?

Leanne 🙂

Re: Roam further cuts off incoming calls every 5 minutes

ImmortalSoFar — Fri, 10 Jan 2025 17:41:04 GMT

Try switching networks and see if that helps - I didn't have the problem once with the new provider. The voice message seems to be EE detecting that the call has been blocked and I'm guessing that the 5 minute cutoff is some policy of one of the multinational service providers to drop the call after 5 minutes.

I can't remember the exact menu options to manually select which network to use but I could look them up if you have difficulties.

Re: Roam further cuts off incoming calls every 5 minutes

Marcusannoyed — Tue, 08 Apr 2025 14:19:08 GMT

This is exactly what happens to me? Have you managed to sort this out?

Re: Roam further cuts off incoming calls every 5 minutes

IrishRadOnc — Tue, 08 Apr 2025 15:19:05 GMT

No - still happens from time to time, no matter what I do.